Trust Repair After An Organization-Level Failure

Abstract

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Trust ecology and the resilience of natural resource management institutions

“…Management scholars stress the importance of congruence between distrust regulation and trustworthiness demonstration (Gillespie and Dietz 2009), supporting our proposal about the importance of maintaining trust diversity. They also stress that duplicitous impression management is largely ineffective and unsustainable (Kim et al 2004).…”

“…The trust repair literature from the fields of organizational theory and management further support the notion that each of these types of trust need to be addressed together following a major disturbance (Gillespie and Dietz 2009). Following any trust violation, people tend to pay more heed to evidence that would support their own further distrust rather than positive evidence for trust (Slovic 1993, Kim et al 2004).…”

“…As such, trust repair efforts must overcome salient negative expectations while simultaneously aiming to restore (or create) positive expectations about future trustworthiness. Gillespie and Dietz (2009) refer to these efforts as distrust regulation and trustworthiness demonstration, respectively.…”

“…These include systems-based elements such as instituting new regulations, rules, contracts, monitoring processes, and controls (Gillespie and Dietz 2009). However, some researchers have discovered the importance of an affinitive element to distrust regulation as well.…”

“…Suggested efforts at rebuilding affinitive trust include expressions of regret, voluntary penance, acknowledgement of responsibility, and offers of reparations. Efforts at rebuilding rational trust involve setting up opportunities for rapid displays of competence (Gillespie and Dietz 2009). …”